Verde Casino - El jugador enfrenta problemas de retiro debido a un error en la información de la cuenta.

Good evening, I registered at the casino, verified the account properly, sent everything, ID with selfie, proof of address. When I requested a withdrawal, they told me that the date of birth was wrong and that if I want to correct it and put the correct one, they will have to take the money from my account. Do something because I have made a deposit of 400 euros and they are not even giving me that. I will commit suicide, I really need the money. THEY ARE STEALING ME.

Καλησπέρα σας έκανα την εγγραφή μου στο καζίνο ταυτοποιησα τον λογαριασμό κανονικά έστειλα τα πάντα ταυτότητα με σελφι αποδεικτικά διεύθυνσης.Οταν ζήτησα ανάληψη μου είπαν ότι η ημερομηνία γέννησης ήταν λάθος και ότι αν θέλω να την διορθώσουμε και να βάλουν την σωστή θα πρέπει να μου πάρουν τα λεφτά από τον λογαριασμό.Καντε κάτι γιατί έχω κάνει κατάθεση 400 ευρώ και δεν μου δίνουν έστω ούτε αυτήν.θα αυτοκτονήσω αλήθεια χρειάζομαι τα λεφτά .ΜΕ ΚΛΕΒΟΥΝ

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Dear Arisalex1313,

Thank you very much for submitting your complaint.

I’m sorry to hear about the situation you are experiencing. From your message, it’s clear that this has been very stressful and upsetting for you, and I understand why you would like clarity on what is happening with your account and funds.

In order for us to properly investigate the matter and contact the casino with concrete questions, I need to ask you for a few additional details:

• When exactly did you register at the casino, and when did you complete the verification (KYC) process?
• Did the casino confirm your account as fully verified before you requested the withdrawal?
• How and when did the casino inform you that your date of birth was incorrect? Please specify whether this was via email, live chat, or another channel.
• Have you received any written communication from the casino regarding this issue? If yes, please forward it to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution. Without this information, it would be difficult for us to assess whether the casino’s actions are in line with their terms and standard verification procedures.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Good evening, I am deeply upset as a theft is being committed before my eyes. I will certainly give you all the details. My registration was completed on 27-11-2025. The first thing I did was to verify my account, I sent all the necessary documents which were successfully verified. I made a deposit 3 times and the last time I won a respectable amount. So when I requested a withdrawal, they told me via email, which I will forward to you, that the date of birth indicated is wrong and that they are blocking my withdrawal and account and that if I want to unblock it, they will remove all the money from my account including the deposit worth 400 euros. I will attach a photo where my account is identified and in a different email our conversations. Please help me because I will I'm going crazy.

Καλησπέρα σας είμαι βαθύτατα αναστατωμένος καθώς διαπράττεται μια κλοπή μπροστά στα μάτια μου.Βεβαιως θα σας δώσω όλες τις λεπτομέρειες.Η εγγραφή μου ολοκληρώθηκε στις 27-11-2025.Το πρώτο πράγμα που έκανα ήταν να επαλήθευσω τον λογαριασμό μου έστειλα όλα τα απαραίτητα έγγραφα τα οποία και επαληθεύτηκαν επιτυχώς.Εκανα κατάθεση 3 φορές και την τελευταία κερδισα ένα σεβαστό ποσό.Οταν λοιπόν ζήτησα ανάληψη μου είπαν μέσω email το οποίο θα σας προωθησω, ότι η ημερομηνία γεννήσεως που αναγράφεται είναι λάθος και ότι Μου μπλοκάρουν την ανάληψη και τον λογαριασμο και ότι αν θέλω να τον ξεμπλοκαρουν θα μου αφαιρέσουν όλα τα χρήματα από τον λογαριασμό μου συμπεριλαμβανομένης και της κατάθεσης αξίας 400 ευρώ .Θα σας επισυναψω μια φωτογραφία που ο λογαριασμός μου είναι ταυτοποιημενος και σε διαφορετικό email τις συνομιλίες μας.Βοηθηστε με σας παρακαλώ γιατί θα τρελαθώ.

Hello Arisalex1313

Before we proceed with investigation, can you please let us know if you have a gambling problem?

Thank you in advance!

Regards

Absolutely no problem.

Κανένα απολύτως πρόβλημα.

Dear Arisalex1313

According to T&Cs of the casino:

"5.3. You certify that you have provided accurate, complete and true information about yourselves upon registration and will maintain the accuracy of your information by promptly updating any registration information that may have changed. Failure to do so may result in account closure, account limitations or voiding of any transactions."

Casino offers the refund of 400 eur, but you will not be able to continue using the services.

Do you accept the offer?

Regards

I accept. Tell me exactly what you want me to do. Should I resend the documents?

Δέχομαι.Πειτε μου ακριβώς τι θέλετε να κάνω .Να στείλω εκ νέου τα έγγραφα;

I confirm all of the above.

Βεβαιωνω όλα τα παραπάνω

They should unblock me and set a date so I can send my documents and request a withdrawal again.

Θα πρέπει να μου ξεμπλοκαρουν να βάλουν την ημερομηνία για να μπορέσω να στείλω τα έγγραφα μου και να ζητήσω ανάληψη εκ νέου

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Arisalex1313,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Petronela